Kmart Albany NZ — Local services in Upper Harbour

I am writing to formally lodge a complaint regarding a distressing experience I had at your Kmart Albany store on 15 July 2025, concerning a faulty pet carrier (or dog crate) I purchased on 7 July 2025.

I bought the item — a soft crate/dog carrier and a collar — from Kmart on the evening of 7 July in preparation for a new puppy. After picking up the puppy on 11 July, I began using the crate on 12 July. However, within less than three days, the puppy escaped from the crate five times by forcing open the zippered section. This presents a serious safety concern, as the product clearly does not serve its intended purpose — to contain a pet securely.

On 15 July, I went to the Albany store to request a return or exchange. At the front desk, I was met by a middle-aged woman with black and white hair. I explained the issue briefly, but she immediately dismissed my concern, stating that “the product looks fine” and that no refund or exchange could be offered. I responded that a crate that fails to contain a puppy is clearly not fit for purpose, regardless of how it “looks.”

She then called over the store manager, Manish, who consulted another woman nearby (Caucasian, approximately 40–50 years old). This woman insisted the item was a carrier, not a crate, and claimed that “no other customers have complained before.” I responded that just because no prior complaint was received doesn’t mean a product isn’t faulty — this is a current, clear problem.

Instead of addressing the issue, Manish refused to process the return, saying that without a receipt, nothing could be done. I then showed him the clear purchase record from my 7 July card transaction ($56.50). He continued to insist that “each store has a different system” and that they “cannot locate the purchase,” which I find disingenuous — most retail stores can locate sales by card transaction.

Manish then said that if they processed the return, they would have to “write it off” — which is an internal operational matter and should not be passed onto customers. Under the Consumer Guarantees Act, I am entitled to a remedy if a product is not of acceptable quality or fit for purpose.

When I began expressing frustration, Manish finally began to process the return — but continued to speak over me and asked me to “lower my voice” while raising his own. I told him to just proceed with the return and not continue arguing. At this point, two other staff members joined in. One said she didn’t want to “hear my voice,” while the other said I shouldn’t be telling anyone to “shut up.” One even said they are “not my slaves” — which was shocking and completely uncalled for. I never implied anything close to that — I simply expected them to take responsibility for a faulty product.

Although the refund was eventually processed, the entire experience was deeply unpleasant, unprofessional, and made me feel dismissed and disrespected as a customer. Kmart staff not only failed to initially uphold their legal obligations under the Consumer Guarantees Act, but also engaged in inappropriate language and behaviour that is unacceptable in a retail setting.

I am requesting:

A formal written apology from the Albany store or Kmart New Zealand Internal review and training of the staff involved Assurance that product quality and fit-for-purpose issues are taken seriously without gaslighting or blame-shifting

If I do not receive a satisfactory response, I will not hesitate to escalate this matter further, including through Consumer NZ and...

Review: Unprofessional and Rude Staff Behavior at Kmart My recent experience at this Kmart location was deeply disappointing due to shockingly poor staff conduct.

During my visit, an employee named Jina (older woman, possibly in a supervisory role) displayed blatant disregard for customer service. She repeatedly ignored my polite inquiries, refusing to make eye contact or acknowledge my presence. When I attempted to escalate the matter, multiple female staff members congregated and engaged in collective unprofessional behavior - interrupting, talking over me, and exhibiting clear group hostility toward a paying customer.

This coordinated disrespect from staff members violates basic retail service standards. Such toxic workplace culture directly impacts customer experiences and damages Kmart's reputation. I urge management to:

1. Review CCTV/sales counter footage from [date & approximate time]
2. Provide mandatory customer service training for involved employees
3. Implement accountability measures for team-wide misconduct

Until tangible improvements occur, I cannot in good conscience recommend this store to others. Corporate intervention appears necessary to address this...

I placed an online order for click in collect. Go into the store to pick it up and over half the things I ordered are missing. Did they just not have them in stock or couldn't be bothered finding them??? Regardless no one in store could tell me why. Then when I get home I get an email saying essentially "oops sorry these items weren't in stock so we refunded you." Uhm??? Like thanks for the heads up? Waste my precious time making an online click and collect order, drive all the way into the store and back, and then just straight up refund what they couldn't be bothered getting from another store??? Or like at least tell me it wasn't in stock and I would have chosen something else! Like thanks for the information... Maybe if I had known about the refund before I got home I would have bought something else while in store. But no. And wait. It gets better. This is meant to be for a little kids birthday so now I have to rush around and try find replacement presents. So who wants to be the one to come explain to this little girl why she can't have what she wanted for her birthday? Needless to say I will NOT ever be...